We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 2048 results
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Decision Reference DRN-5251700
25 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5251700 The complaint Miss T complains that Monzo Bank Ltd unfairly recorded a Credit Industry Fraud Avoidance System (CIFAS) marker under her name. What happened Around December 2023, Monzo restricted and closed Miss T’s account following a review of certain transactions carried ou... (3 pages)View decision -
Decision Reference DRN3696496
10 Jan 2020 Virgin Money plc UpheldBanking and creditMrs D complains that Virgin Money Plc (Virgin) incorrectly placed fraud prevention markers on her account, and that this has caused her distress and inconvenience.backgroundIn September 2018 Mrs D applied for a Virgin credit card account. Her application was granted, and her identification... (2 pages)View decision -
Decision Reference DRN3732462
1 Mar 2019 Nationwide Building Society Not upheldBanking and creditMr J feels that Nationwide Building Society (“NBS” for short) has treated him unfairly by closing his account due to it seeing a marker about him on his Cifas file.backgroundMr J had a bank account with NBS. Another business placed a marker on Mr J’s Cifas file. (Mr... (2 pages)View decision -
Decision Reference DRN3557003
30 Jun 2016 TSB Bank plc Not upheldBanking and creditMr L complains that TSB Bank plc is unfairly refusing to remove an entry on his CIFAS file. The entry is causing difficulties in his employment, finances and personal life. backgroundMr L says his previous employer made an error with his National Insurance (NI) nu... (2 pages)View decision -
Decision Reference DRN-5947006
11 Mar 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5947006 The complaint Mr K complains Monzo Bank Ltd unfairly recorded a Cifas marker against him. He wants the marker removed, a letter acknowledging they should have handled matters better, compensation, and help restoring his account or opening a basic account. What happened Mr K ... (3 pages)View decision -
Decision Reference DRN-5819611
28 Nov 2025 Guavapay Limited Not upheldBanking and PaymentsDRN-5819611 The complaint Mr A has complained Guavapay Limited lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened Mr A opened an account with Guavapay in August 2024. In September that year Guavapay received a fraud report from another bank a... (2 pages)View decision -
Decision Reference DRN-4971818
25 Oct 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4971818 The complaint Miss N has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. What happened In 2024 Miss N got a query from Monzo about a payment of £500 she’d received into her account. She told them she’d sold an item ... (2 pages)View decision -
Decision Reference DRN-6011774
19 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-6011774 The complaint Miss K has complained Revolut Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. What happened Miss K was trying to open a business account with another bank in 2025. Miss K discovered Revolut had lodged a fraud-related marker... (2 pages)View decision -
Decision Reference DRN-5046757
9 Dec 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5046757 The complaint Mr S complains Monzo Bank Ltd unfairly applied an adverse fraud marker against him in 2022. Mr S says Monzo’s actions have caused him substantive distress and inconvenience as his main bank account has been closed and he is unable to get credit. What happened T... (5 pages)View decision -
Decision Reference DRN-5305366
17 Feb 2025 Sainsbury's Bank Plc Not upheldBanking and PaymentsDRN-5305366 The complaint Mr A complains Sainsbury’s Bank Plc registered a fraud marker at Cifas, the national fraud database and closed his account. He doesn’t think it’s done so fairly. What happened I issued my provisional decision on this complaint, setting out what I intended to de... (3 pages)View decision